Raise a Technical Support Ticket

There are two ways to raise a ticket: through the customer portal, or by submitting a ticket via email.

Raise a Ticket Through the Customer Portal

1. You must first receive a link from Jira, on behalf of eXate, to the Customer Support Management Portal
2. Set up your account by following the sign-up link

1. Once your account is set up, you'll be directed to the Help Centre page, where you can access release notes, API access credentials, and raise requests

1. To raise a request, click the tab "Need to raise a request? Contact us."

1. This directs you to the Raise a Request categories. To raise a Technical Support request, click the "Technical Support" tab

1. Add a summary of the request and details, add any relevant components or products, attach any screen captures, scripts, or supporting documentation, then click Send

1. Once submitted, you'll see a summary of the request
2. To view requests you've submitted, click the "Request" tab, which shows two options:
   • Created by me: all requests you've submitted
   • All: all requests submitted by you and your organisation

1. Clicking on either option shows all requests submitted by you or your organisation

1. Jira sends a confirmation email to your address once the request is received

Raise a Ticket via Email

Send an email to support@exate.atlassian.net:

1. Open the email program of your choice
2. In the "To" line, enter the support email address
3. In the body of your message, include as much detail as you have about the product, component, and problem
4. Click Send, Jira sends a confirmation email to your address once the request is received